Customer Loyalty

Leveraging his experience as a clinical and systems psychologist, Dr. Michelli explains the VUCA framework (Volatility, Uncertainty, Complexity, and Ambiguity) and offers tools for managing business/personal challenges related to VUCA.  This episode is the first in a four-part series looking at each letter in VUCA.  Specifically, this podcast focuses on volatility. 

Dr. Michelli explores 2023 US Gallup Customer Experience findings and offers five ways to buck a downward trend. 

Dr. Michelli provides three guidelines for evaluating partnership opportunities.  Emphasizing the importance of partnerships, he shares helpful ways to ensure due diligence and mutual benefit. 

Using Zappos as an example, Dr. Michelli outlines four characteristics shared by iconic service brands and guides listeners on evaluating themselves against that criteria.

Building on concepts from James Autry's Love and Profit book, Dr. Michelli explores business applications for trust and love.  He also outlines key elements for translating customer love into profitability.

Leveraging the work of Dr. Michelli's friend, Karl Mecklenburg, Pro Bowl player for the Denver Broncos, Joseph shares 6 key elements for leading success in customer experience transformation and beyond. 

Integrating the perspective of various authors, Dr. Michelli champions the importance of crafting and posting a legacy statement.

Using research from the Verde Group, Dr. Michelli outlines five elements that contribute to customer delight. 

Dr. Michelli explores the importance of providing "undivided attention" and Ritz-Carlton's Three Steps of Service to every customer interaction. 

Leveraging insights from research on "learning agility," Dr. Michelli offers 9 dimensions to consider for organizational growth in 2023.